CSA · Question #379
The ServiceNow Virtual Agent provides assistance within a messaging interface. Which capability allows end users to configure virtual Agent to intercept and help resolve submitted incidents?
The correct answer is A. Incident Auto-Resolution. Incident Auto-Resolution is the Virtual Agent capability that enables it to proactively intercept and help users resolve incidents they have submitted.
Question
The ServiceNow Virtual Agent provides assistance within a messaging interface. Which capability allows end users to configure virtual Agent to intercept and help resolve submitted incidents?
Options
- AIncident Auto-Resolution
- BTicket Resolver
- CVirtual Agent Helper
- DWeb Intelligence
How the community answered
(19 responses)- A95% (18)
- B5% (1)
Why each option
Incident Auto-Resolution is the Virtual Agent capability that enables it to proactively intercept and help users resolve incidents they have submitted.
Incident Auto-Resolution is a specific feature within ServiceNow's Virtual Agent that allows it to engage with users who have open incidents, providing guidance and potential solutions to resolve the issue without manual agent intervention. It leverages natural language understanding to understand the incident context and offer relevant assistance.
"Ticket Resolver" is not a standard ServiceNow Virtual Agent feature or capability.
"Virtual Agent Helper" is a generic term and not the specific ServiceNow capability for intercepting and resolving incidents.
"Web Intelligence" is a broad term related to web analytics or AI, not a specific Virtual Agent feature for incident resolution.
Concept tested: Virtual Agent Incident Auto-Resolution
Source: https://docs.servicenow.com/bundle/utah-virtual-agent/page/administer/virtual-agent/concept/incident-auto-resolution.html
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